Income Assistant

Pinnacle Group; Camden Town; Hybrid; GBP 21,000 - 25,000; Full time

Benefits offered by this job

Maternity/paternity packages

Flexible Working Arrangements

Life Assurance

Enhanced Pension Scheme

Additional Annual Leave

Private Medical Insurance

Cycle to Work Scheme

Employee Assistance Programme

Retail Discounts

Childcare Assistance

Season Ticket Loans

Sick Pay Schemes

Personal Development Plans

Job summary

Pinnacle Group is seeking an Income Assistant to join our Homes Division, helping residents sustain tenancies through early intervention and clear guidance on rent and service charges. You will engage with diverse residents with empathy and professionalism, handling inquiries and data across housing management systems.

The role is hybrid, with three days in the office (Mon/Wed/Fri), 9:00–17:30, and opportunities to support financial wellbeing and tenancy sustainment across Affordable, Private

Qualifications

• Experience in customer facing roles, ideally in housing, income management or local authority.
• Excellent communication skills with diverse residents.
• Strong organisational skills and ability to manage competing priorities.

Responsibilities

• Be the first point of contact for residents on rent and service charges.
• Support early intervention to prevent arrears from escalating.
• Monitor shared inboxes and log resident interactions accurately.
• Perform administrative tasks including filing, scanning and case updates.
• Handle calls related to rent payments, arrears and account updates.
• Process payments (rent, direct debits, card payments) accurately.
• Update resident information on housing management systems.
• Support Income Officers with low level arrears and payment arrangements.
• Signpost residents to welfare, benefits and financial advice services.
• Contribute to tenancy sustainment through positive engagement.

Skills

Customer facing experience

Strong communication

Organisational skills

Empathy

Tools

Microsoft Office

Job description

Pinnacle Group are looking for an Income Assistant to join our Homes Division to support the delivery of a responsive and resident focused income management service. You will play a key role in helping residents sustain their tenancies by offering early intervention, clear guidance, and positive engagement around rent and service charge accounts. You will contribute to a service that aims to maximise income, reduce arrears and promote financial wellbeing across our communities, ensuring residents receive a fair, supportive and effective experience.

Our Homes Division delivers trusted housing management services across Affordable, Private Rented and Leasehold properties. We work with local authorities, registered providers and investors to support thriving communities.

The ideal candidate will have a genuine passion for working within the housing sector and supporting residents to maintain successful, long term tenancies. You will be approachable, patient and confident communicating with individuals from diverse backgrounds, often in sensitive or challenging circumstances. Strong organisational skills, attention to detail and the ability to remain calm under pressure are key. You'll bring a proactive, problem solving mindset, a commitment to excellent customer service and a willingness to learn income related processes to help residents navigate financial issues with empathy and professionalism.

This is a hybrid role requiring three days in the office on Mondays and Wednesdays and Fridays with the working hours of 9am-5.30pm.

Who we are

Pinnacle Group is a market-leading national provider of housing, neighbourhood and workplace services. With over thirty years of experience, we deliver expert, place-based management and maintenance solutions that enhance the everyday lives of the communities we serve.

We're a people-first organisation with a values-driven culture that has stood the test of time -reflected in the way we care for both our employees and our customers.

Who we're looking for

We're looking for someone who not only meets the key criteria below but also embraces our core values - Trust, Respect, Involve, Challenge, and Deliver Excellence - and is committed to earning and maintaining the confidence of our clients and communities.

Key responsibilities:

• Act as a first point of contact for residents regarding rent and service charge enquiries.
• Support early intervention by engaging proactively with tenants to prevent arrears from escalating.
• Assist in monitoring and managing shared inboxes and logging all resident interactions accurately.
• Carry out administrative tasks including filing, scanning, document preparation, and case updates.
• Handle inbound and outbound calls related to rent payments, arrears queries, and account updates.
• Process payments including rent, direct debits, card payments, and refunds, ensuring accuracy at all times.
• Update and maintain resident information on housing management systems, including vulnerability indicators.
• Support the Income Officers with low level arrears cases, including sending reminder letters and setting up payment arrangements.
• Identify residents needing additional support and signpost them to welfare, benefits, and financial advice services.
• Contribute to tenancy sustainment by promoting positive engagement and helping residents understand their financial responsibilities.

Key requirements:

• Experience in a customer facing role, ideally within housing, income management, local authority, or customer support services.
• Strong communication skills with the ability to engage sensitively with residents, including those facing financial hardship.
• Good organisational skills and the ability to manage competing priorities in a fast paced environment.
• Proficiency in Microsoft Office and confidence using databases or housing management systems.
• A calm, empathetic, and professional approach when dealing with challenging conversations or vulnerable tenants.

Our offer

We believe that diversity makes us stronger. The more varied our workforce, the better we can understand, reflect and meet the needs of the communities we serve. That's why we actively welcome applications from people of all backgrounds - especially those who represent the communities we work with every day.

As a colleague, you'll be part of an inclusive and supportive culture where you're encouraged to thrive. We're committed to helping you reach your full potential through continuous learning, development opportunities and career progression.

In addition to statutory benefits such as sick pay, maternity/paternity leave, a pension scheme, and annual leave, we offer a wide range of additional benefits tailored to your role and business area, including:

• Maternity/paternity packages
• Flexible Working Arrangements
• Life Assurance
• Enhanced Pension Scheme
• Additional Annual Leave
• Private Medical Insurance
• Cycle to Work Scheme
• Employee Assistance Programme
• Retail Discounts
• Childcare Assistance
• Season Ticket Loans
• Sick Pay Schemes
• Personal Development Plans